At a Glance
- Tasks: Support Italian-speaking customers with their orders and inquiries, ensuring a seamless experience.
- Company: Join Oxford Nanopore Technologies, a leader in innovative molecular analysis.
- Benefits: Competitive salary, collaborative culture, and opportunities for professional growth.
- Other info: Dynamic work environment with a focus on innovation and teamwork.
- Why this job: Make a real impact in science while helping customers advance their research.
- Qualifications: Fluency in Italian and English, plus customer service experience.
The predicted salary is between 30000 - 42000 £ per year.
At Oxford Nanopore Technologies, we’re enabling the analysis of anything, by anyone, anywhere. Our pioneering nanopore sequencing technology is transforming the way scientists and clinicians understand biology, and delivering an exceptional customer experience is critical to supporting that mission.
As a Customer Care Specialist, you’ll act as a trusted point of contact for Italian-speaking customers across the quote-to-order journey, ensuring they receive timely, accurate, and solutions-focused support. Working with limited supervision, you’ll confidently use ONT systems and tools such as Salesforce to manage customer interactions, resolve issues, and contribute to continuous improvement across Customer Service operations.
Key Responsibilities
- Manage inbound and outbound customer communications in Italian and English related to orders, invoicing, financial queries, and credit control.
- Support the wider commercial team and internal stakeholders with day-to-day operational needs.
- Respond to customer inquiries via phone, email, and chat, ensuring a seamless and positive experience.
- Process order amendments and pricing adjustments, including special pricing agreements and credit card payments.
- Maintain accurate and up-to-date customer records within the CRM system.
- Troubleshoot non-technical product or service issues, escalating complex cases where appropriate.
- Coordinate with Sales, Operations, Logistics, Inventory, and Technical Support teams to resolve customer cases efficiently.
- Monitor high-value and priority orders, proactively managing customer expectations.
- Follow up with customers to confirm resolution and satisfaction.
- Capture customer feedback and identify recurring issues to inform process improvements.
- Consistently meet or exceed performance targets for response times, resolution rates, and customer satisfaction.
- Contribute to ad hoc projects and support onboarding, training, and mentoring of new team members.
- Proactively manage your own workload and rota responsibilities with a high level of accountability.
What We’re Looking For
- Fluency in Italian and English (written and spoken) is essential.
- Previous experience in a customer service, operations, or support role with direct customer interaction.
- A strong understanding of the customer journey and a passion for delivering exceptional customer experiences.
- Proficiency with CRM systems (Salesforce preferred) and ERP platforms such as SAP or AX.
- Confidence handling complex or challenging situations with professionalism and empathy.
- Strong multitasking skills and the ability to thrive in a fast-paced, dynamic environment.
- A proactive, can-do mindset with a natural approach to problem-solving.
You’ll be part of a collaborative and innovative environment where your work directly supports customers advancing scientific discovery and healthcare globally. This role is ideal for someone who enjoys making an impact, takes ownership, and is motivated to go the extra mile for both customers and colleagues.
If you’re an Italian-speaking customer care professional excited by the opportunity to support world-changing science, we’d love to hear from you.
Customer Care Specialist (Italian speaker) in Oxford employer: Oxford Nanopore Technologies
Oxford Nanopore is an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration in the heart of Oxfordshire. With a strong commitment to employee development, you will have access to numerous growth opportunities while working in a hybrid environment that promotes work-life balance. Join us to be part of a mission-driven team dedicated to advancing molecular analysis technology and improving life on Earth.
Contact Details:
Oxford Nanopore Technologies Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Specialist (Italian speaker) in Oxford
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Oxford Nanopore Technologies. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Oxford Nanopore Technologies before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Care Specialist (Italian speaker) in Oxford
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Oxford Nanopore Technologies:Your cover letter is your chance to shine! Tell us why you want to work at Oxford Nanopore Technologies specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Oxford Nanopore Technologies!
How to prepare for a job interview at Oxford Nanopore Technologies
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
